Customer attraction & retention strategy for Shwapno Super Mall.

1. Assignment
On
Customer attraction & retention strategy for any retail store.
Retail Marketing
(Course # MKT-4109)
Prepared for:
Rashedur Rahman
Lecturer
Department of Business Administration
Prepared by:
Md.Ahad Rahaman
ID # 142-404-001
Section: MKT (36th
Batch)
7th
Semester
2nd
November, 2016
Shanto-Mariam University of creative Technology
Building-5C, Uttara, Dhaka-1230

2. 02 November 2016
Rashedur Rahman
Lecturer
Department of Business Administration
Shanto-Mariam university of creative technology
Uttara model Town, Dhaka- 1230
Dear Sir:
As a part of our MKT-4109 course curriculum, we are pleased to submit you this assignment.
In our regular class, you have orally authorized us to do this assignment on a particular topic.
The assignment is attraction and retention strategy of any well known super-store business in
Bangladesh. For this reason, I chose Shwapno as retail store and this assignment has been
conducted due to enhance the reader’s knowledge.
Kindly accept my assignment and oblige me thereby. Thank you for choosing for working on
this topic.
Yours Sincerely,
……………………………………
Name: Md.Ahad Rahaman
ID NO: 142-404-001
Batch: 36th
Semester: 7th

3. Acknowledgement
My acknowledgement begins by thinking my supervisor Rashedur rahman, who has provided
me with suggestions for making this assignment and also provided me with the format for
preparing this report.
I would like to show my warm- hearted gratitude to the marketing department of Shwapno.
Which has provided me with great deal of information, adequate data and lastly co operated
me for the accomplishment of this assignment successfully? Finally, last but not the least, I
would like to thank each and every staffs of the different marketing section of Shwapno
specially Mr.Sanju (manager), Mr. Faysal Ahmed (assistant manager) for their kind
assistance regarding the report without whom it would not possible for me to complete this
difficult task, I got all necessary guideline, cooperation, advice from them to complete this
complicated task.
I am very much thankful to Shwapno its management, especially employees of marketing and
sales for their cordial support to prepare this difficult study with important information and
data.

4. Table of content
Topic Name Page No
Executive Summary 1
Introduction 2
Objective 3
Methodology 3
Company Overview 4
Attraction Strategy 7
Retention Strategy 10
Conclusion 11
Recommendation 12

5. Executive Summary
Shwapno is a part of ACI Logistics. The ultimate objective of Shwapno is to ensure access
to a broader range of people of Bangladesh. It has a special focus to serve the different
income group of the country by providing services that are convenient, affordable and
reliable. This assignment mainly focuses on the retailer business as a whole and Shwapno
place in this competitive industry. Through the assignment I have tried to do the attraction
and retention strategy for Shwapno to find out the competitive advantages. In the end, I
have suggested some recommendation that Shwapno that can implement to maintain their
competitive advantage be a market leader in the industry.

6. Introduction:
Standing motionless, raising head to the open sky, staring aimlessly, having tears rolled
inside the heart, expecting for customers, who will approach followed by purchasing the
product, but returning home selling his merchandise at below the production cost most often
leaving those merchandise unsold at the end of the day due to lack of buyer, a farmer from a
typical Bazar in Bangladesh passes his everyday for his livelihood. There are millions of
farmers scattered across Bangladesh have this sort of gruesome and untold experience in their
life leading them to take different such unproductive occupation as pulling rickshaw, thus
dragging our agro based economy to down and making us more dependent on imported food.
Ironically, most of us do not know that silent cry is going in the families of those hapless
farmers. Most farmers spend their day in suspicion thinking whether they can sell their
products at fair price as well as sell those all, even if they have bumper production in their
field. Hardly do they get fair price and sell those altogether, ironically. What a great
humiliation for farmers, who work all day long under scorching sun devoting his happiness
and meet the daily vegetable and grain needs of urban people. Likewise, fisherman and meat
producer encounter this type of fate in their life. Most of the farmers, fisherman and meat
producer of our country are the victim of typical interest business “Dadan”, which exploit
them instead of benefiting them. Lots of vegetables decay in rural area because farmers do
not find enough buyers who will buy their goods, whereas city dwellers pay extra to meet
their vegetable need. Besides, poor transportation infrastructure and transportation system
attribute to inefficient flow of agriculture goods from rural area to urban. While producers are
on one extreme of value chain, consumers are on other extreme.
Shopping in untidy ambiance such as muddy floor, insufficient space to move,
unhygienic arrangement of product, bargaining process, inconsistence price, a shopper in
urban area lose his or her interest to shop in market and get panicked subsequently. Shopping
in kitchen and supermarket is no longer a pleasant experience rather nightmare for shopper.
As a result, home service is getting popularity among urban people. Customers in urban area
are being deceived everyday by shopkeepers with selling inferior goods, charging excessive
price and incorrect measurement. In other words, consumers are one sort of hostage to these
shoppers, who form one kind of syndicate and dictate the market.

7. Objective:
Objective of this report includes two types of objectives. They are broad objective
and specific objectives. A broad objective and some specific objectives are included in this
assignment. They are given below-
Broad Objective:
The main objective of this assignment is to find out the attraction and retention strategy
challenges and opportunities of Shwapno business.
Specific Objectives:
The specific objectives of this report are given below:
To describe the information gathered from practical experience of working in
Marketing Department of Shwapno.
 To relate the practical knowledge with theoretical knowledge.
 To have a clear view of current scenario of Shwapno.
 To identify about the contribution of Shwapno in this sector.
 To find out what kind of major challenges Shwapno is facing and to identify
their opportunities.
 To make a comparison about the challenges and opportunities with the
competitor company Shwapno.
 To make some suggestion regarding the issue.
Methodology:
Methodology describes the manner in which data is collected, analyzed and interpreted.
The data that will present in this paper would collect from primary and secondary data
source. The sources are mentioned below:
Primary Data Source:
In this report, the primary data source would be raw data gathering from own
observation. The primary data source that will be used in this report is data obtained through
practical involvement with job responsibilities.

8. Secondary Data Source:
Secondary data includes reviewing articles and internet for the completion of
the organizational part. To give the report a better look, secondary data is also collected
from different brochures, newspapers and consultation and some interview sessions.
Company Overview
Standing motionless, raising head to the open sky, staring aimlessly, having tears rolled
inside the heart, expecting for customers, who will approach followed by purchasing the
product, but returning home selling his merchandise at below the production cost most often
leaving those merchandise unsold at the end of the day due to lack of buyer, a farmer from a
typical Bazar in Bangladesh passes his every day for his livelihood. There are millions of
farmers scattered across Bangladesh have this sort of gruesome and untold experience in their
life leading them to take different such unproductive occupation as pulling rickshaw, thus
dragging our agro based economy to down and making us more dependent on imported food.
Ironically, most of us do not know that silent cry is going in the families of those hapless
farmers. Most farmers spend their day in suspicion thinking whether they can sell their
products at fair price as well as sell those all, even if they have bumper production in their
field. Hardly do they get fair price and sell those altogether, ironically. What a great
humiliation for farmers, who work all day long under scorching sun devoting his happiness
and meet the daily vegetable and grain needs of urban people. Likewise, fisherman and meat
producer encounter this type of fate in their life. Most of the farmers, fisherman and meat
producer of our country are the victim of typical interest business “Dadan”, which exploit
them instead of benefiting them. Lots of vegetables decay in rural area because farmers do
not find enough buyers who will buy their goods, whereas city dwellers pay extra to meet
their vegetable need. Besides, poor transportation infrastructure and transportation system
attribute to inefficient flow of agriculture goods from rural area to urban. While producers are
on one extreme of value chain, consumers are on other extreme.
Shopping in untidy ambiance such as muddy floor, insufficient space to move,
unhygienic arrangement of product, bargaining process, inconsistence price, a shopper in
urban area lose his or her interest to shop in market and get panicked subsequently. Shopping
in kitchen and supermarket is no longer a pleasant experience rather nightmare for shopper.

9. As a result, home service is getting popularity among urban people. Customers in urban area
are being deceived everyday by shopkeepers with selling inferior goods, charging excessive
price and incorrect measurement. In other words, consumers are one sort of hostage to these
shoppers, who form one kind of syndicate and dictate the market. The agony of the consumer
compound with exorbitant price, inferior quality of the products, and long bargaining custom
in Bangladesh, inaccurate measurement, traffic jam, and so forth triggered by lose of interest
for shopping, whilst shopping is a pleasant experience in most of the countries.
The above two parties of the value chain are the ultimate loser since intermediaries in this
value chain process reap the major benefit by exploiting both producer and consumer in terms
of paying price below the production cost to the producer and charging premium price to the
customers. Wholesaler and retailer are two intermediaries in this value chain, where
wholesaler often form cartel to manipulate the market by creating crisis in the moment of
high demand or low production, while retailer charge customer with high price, sell inferior
quality, practice inappropriate measurement, and so forth. Neither producers nor consumers
get the benefit of the value chain. Only do the wholesaler and retailer capitalize on the weak
bargaining power of the producer and absence of proper monitoring on market price, quality
assurance by government on the part of consumer. We have not seen any significant progress
in preserving consumers’ rights in Bangladesh, even if government took several measures,
such as campaign against contamination, enacting new laws concerning consumers’ rights,
and so on.
Today farmers, who are invariably deprived of having minimal scale of social rights to make
the livelihood through farming, are the most unfortunate community in Bangladesh despite
serving the nation with supplying basic need-food. In addition, hardly do they get any
assistance from government in terms of supplying fertilizer, diesel oil, seeds, cultivation
equipments at rational price, whereas farmers in developed and developing countries are the
most respected community, who can avail subsidies from government, quality seeds, fertilizer
and diesel oil at cheap price. This ironic situation of our farmers is leading them to embrace
some unproductive professions most often some anti-social activities, thereby impacting
economy negatively dragging the country to more reliance on foreign aid. Advanced
Chemical Industries (ACI) Ltd, former ICI PlcUk, began its journey in 1992 with the mission
of enriching the quality of life through responsible application of knowledge, skills and
technology, and has successfully established itself as one of the biggest conglomerates in

10. Bangladesh. ACI, having a multinational heritage, is committed to the pursuit of excellence
through world-class products, innovative processes and empowered employees, to provide
the highest level of satisfaction to its customers. ACI began its journey to ensure better life to
the Bangladeshi people with the name of ICI (Imperial Chemical Industries) in 1968 in
Bangladesh by offering a wide range of such products as pharmaceutical, Consumer product,
and so forth. However, ICI divested into ACI (Advanced Chemical Industries) by selling its
share to local management, and named by ACI in 1992.
By far, the life saving drugs and home care products have met the need from the people to
some 5 extent as the persistent existence and acceptance from local community since 1968
has proven and acknowledged its endeavor and uncompromising quality. Home care products
encompass ACI Aerosol, ACI Mosquito Coil, Angelic Air Freshener, Savlon Liquid
Antiseptic, Savlon Antiseptic Cream, Savlon Liquid Soap, and so on. ACI has been realizing
certain areas, which need to be improved in order to ensure better life standard in Bangladesh
for couple of years. It follows that, ACI started thinking to invest in those potential as well as
demanding areas. As a consequence, we have been experiencing new inclusion to ACI family
such as flour, spice powder, salt, electronics, and so forth. All endeavors, deemed by ACI,
undertaken so far are for enriching the quality of life of Bangladeshi people.
However, a large portion population especially farmer and end user has been deprived of
having such benefit, even though market is flooded with a wide range of products since the
producers do not get appropriate price for their production and consumers invariably are
deceived by sellers, who often sell inferior goods, goods with inaccurate measurement, and so
on. Of late, most of the business firms form cartel, which has been worsening the condition of
life of farmers as well as consumers, to dictate the market, and they are successful in this
case. ACI has been looking for ways to finish this cartel off so as to benefit both farmers and
consumers. Besides, most of the vegetable produced in rural areas get rotten due to lack of
proper transport facilities, whereas city dwellers have to pay extra money for scarce vegetable
in the city. Countries, like Bangladesh, where economy is based on agriculture altogether, are
required to emphasize more on agribusiness and supply chain development since these
countries lack sufficient technology to move to industry, which requires natural resources as
well as extensive technological knowhow. Every country has comparative advantage on some
area, and so does Bangladesh. Comparative advantage of Bangladesh is supposed to be
agriculture. By contrast, Bangladesh is blessed with both natural and human resources. By

11. far, the primary contributors to the exchequer are remittance and garments sectors, where
millions of people are working relentlessly to ensure sustainable economic growth. Even if
Bangladesh has experienced a surged in some such industries as garments, textile, and small
cottage, it cannot deny the role of agriculture to the economy as it has to import a lot of food
every year to meet the local demand, while there are lots of potentiality to grow foods if lands
are properly used and modern technology is adopted in agriculture.
Understanding the gap in the value chain, ACI has initiated to establish new businesses
namely ACI Agribusiness and ACI Logistics to remove this gap, to uproot cartel, and to
ensure reasonable price for both farmers and consumers. ACI Agribusiness has been working
to bring revolution to the agriculture by investing such areas as Seeds, Fertilizer, Motor, Crop
care & Public Health, and Animal Health, whilst ACI Logistics has been established to
devote itself to benefit the end users of all products.
The attraction strategy of Shwapno.
Outlet:
Compare to other organization that is involve with super shop business like Agora,
Meena Bazar Shwapno is in first position in every aspect. Shwapno has 47 outlets all over
17 Bangladesh, and day by day the no. of outlets is increasing. Market share of Shwapno is
35% in modern retail system. The biggest advantage of Shwapno is that, different age and
different income group people is the target people of Shwapno that is the main uniqueness as
Shwapno.
Prices:
Compare to other supershop price of the products in Shwapno is less. The main reason is that
Shwapno usually collect their products directly from whole seller, and another important
reason is VAT .Shwapno usually pays the government VAT themselves for that reason they
take less price from the customers. Low price than regular market is the most competitive
advantage for Shwapno.

12. Decoration:
Decorations of Shwapno outlets are different than any other super store. Shwapno always
try to decorate their outlet in a different way to attract the customers then their competitors.
Like they decorate their new outlet with balloons and much colorful material.

13. Advertisement:
Promotional activity of Shapno is totally different from competitors. From the above
picture we can see a unique promotional concept which is recently made by Shwapno.
Shwapno always tries to connect with their customers with different occasion. So they always
make different advertisement based on different occasion. From their unique advertisement it
is highly noticeable.

14. Retention Strategy for Shwapno.
Membership Card:
Well strategy for shwapno by providing membership card at certain level of customer and
where customer gather some point for cash discount, gift, prize etc.
Always Touches:
Conduct affiliate program with third-party example mobile phone operator to always
connected with the customer and serve latest product, price, offer etc.
Courtesy system:
Well organize and courtesy of powerful system that improves the interpersonal skills of
Shwapno employees that changes the spirit of the retail store. It involves speaking to
colleagues politely and pleasantly, without sarcasm or parody, and treating them at least as
well as would want them to treat to the customers.
Product or service integrity:
Long-term success and customer retention belongs to those who do not take ethical shortcuts.
There must always be total consistency between what you say and do and what your
customer’s experience. The design, build quality, reliability and serviceability of Shwapno
product or service that standard that customers meet their want, need and expectation.

15. Conclusion
Shwapno attempts to maintain an image and atmosphere that is consistent with its pledge
for quality and customer satisfaction. The stores occupy very large premises at local areas
of the city and offer a wide assortment of food stuffs, daily house hold items and durables
that would mostly appeal to its target population, Unlike, many large stores such as Agora,
Almas, Mina Bazar etc, Shwapno tries to remain ahead of its competitors by building their
attraction, retention and others strategy.

16. Recommendation:
 Faster Work Execution: To get proper success in any particular work, faster work
execution is needed to a great extent. If the execution gets faster then it will be very
profitable for the company.
 More Potential Corporate Visit: Sales officer should visit more corporate offices to
get the potential clients.
 Increase Response in E-mail: To expect the work to be done in time and share
information among all the employees, quick response towards the mail has to be
increased and all the personnel should open the mail link the whole day and has to go
through them often.
 Following of Company Written Policy: All the decision should be made based on the
company policy. If that is done and problem occurs in the future then we can always
depend on the company policy.
 Responsiveness: If the employees find themselves more serious and focused towards
work then it will be more profitable for them as well as for the organization.
 Update Software: If the software is updated, the work can be completed in a faster
way. 23
 More Marketing: The Company’s name has been changed few months ago, so it is
important to do proper marketing. Immediately the company should create a new logo
of the company.
 Filling up Recent Vacancy: The sales dept. should go for recruitment process for the
vacancy position in order to make work effective.